Operational Support Lead Analyst

About this job

Additional Information Current Job Description: The Operations Support Lead Analyst (C13) – Relationship Manager primary responsibility for Long-Term Capacity Planning. This position is a senior, highly analytical role within Citi's Global Workforce Optimization (GWFO) organization. This position serves as the subject matter expert and strategic architect responsible for establishing, governing, and defending end-to-end multi-year capacity planning models, financial budget staffing baselines, and regularly updated capacity cycles across enterprise contact centers and back-office operational functions. This role directly drives scientific workload-to-labor translations—integrating net volume demand drivers, channel-specific Average Handle Times (AHT), throughputs, multi-skill concurrency,…

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